Service matrix: Preliminary analysis

David A. Collier, Susan M Goldstein

Research output: Contribution to conferencePaper

Abstract

The preliminary Service Matrix introduced in this paper begins to help managers think about service strategy, marketing and operations linkages, roles of the customer and service-provider in creating and delivering services, facility design and process choice, and the different types of management challenges and decisions at each position in the service matrix. This preliminary matrix is empirically tested, and strong support for the premises of the Service Matrix is provided from a survey of 50 participants.

Original languageEnglish (US)
Pages1495-1497
Number of pages3
StatePublished - Jan 1 1998
Externally publishedYes
EventProceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3) - San Diego, CA, USA
Duration: Nov 22 1997Nov 25 1997

Other

OtherProceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3)
CitySan Diego, CA, USA
Period11/22/9711/25/97

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Collier, D. A., & Goldstein, S. M. (1998). Service matrix: Preliminary analysis. 1495-1497. Paper presented at Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3), San Diego, CA, USA, .

Service matrix : Preliminary analysis. / Collier, David A.; Goldstein, Susan M.

1998. 1495-1497 Paper presented at Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3), San Diego, CA, USA, .

Research output: Contribution to conferencePaper

Collier, DA & Goldstein, SM 1998, 'Service matrix: Preliminary analysis' Paper presented at Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3), San Diego, CA, USA, 11/22/97 - 11/25/97, pp. 1495-1497.
Collier DA, Goldstein SM. Service matrix: Preliminary analysis. 1998. Paper presented at Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3), San Diego, CA, USA, .
Collier, David A. ; Goldstein, Susan M. / Service matrix : Preliminary analysis. Paper presented at Proceedings of the 1997 Annual Meeting of the Decision Sciences Institute. Part 1 (of 3), San Diego, CA, USA, .3 p.
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